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Workforce Analyst

2 to 4 Years Experience

Teledirect Telecommerce (Philippines) Inc.

With business certificates| Established in 2014 | 1001-5000 employees
Cebu IT Park, Lahug, Cebu City, Cebu
Total vacancies for this job title : 3
Posted on : April 21, 2019
Job ID : 315153

Details

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REAL TIME ANALYST
 
Duties and Responsibilities:
  • Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
  • Monitors site to ensure optimal staffing levels.
  • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
  • Administers volume contingency action plans as deemed necessary and appropriate.
  • Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
  • Facilitates real-time discussions with necessary stakeholders.
  • Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
  • Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
  • Ensures that all reports originating from the department are accurate and reliable.
  • Helps with the integration and implementation of new call center technologies.
  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
Qualifications:
  • Candidate must completed at least 2 years in college, any field.
  • At least 1-3 year(s) of working experience in the related field is required for this position.
  • Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
  • Proven hands-on experience with workforce management
  • Good verbal, written, analytical and interpersonal communication skills
  • Must be willing to work night shift and/or shifting schedule


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